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Frequently Asked Questions










Port Douglas is a chic, yet relaxed seaside village, perfect for couples, families and solo travellers alike, with a range of restaurants and bars, not to mention fantastic boutique shopping.

Port Douglas is also the ideal base to explore the World Hertitage- Listed Great Barrier Reef and the Daintree Rainforest and Cape Tribulation with an abundance of tours and day trips available. Port Douglas is the perfect place to relax, unwind & recharge!


We do recommend you do some research before arriving!




Q: What time is check-in and check-out?

Check-in time 2.00 pm

Check-out time 10.00 am


Q: Do you require a security bond upon check-in?

A copy of a current credit card is taken at check-in and also copy current drivers licence. Please note, the person who’s name is on the original booking is required to check-in with proof of ID and the same physical credit card used for the booking. Please note you have to be over the age of 18 to check-in.


Q: Is after hours check-in available?

Yes, please advise our reception team if you are arriving outside our reception hours. We have a very easy after hours check-in procedure.


Q: Can I have early check-in?

Check in time is 2pm. If you require early check-in, please ask before your arrival date. We can not guarantee early check-in, as it just depends if we have availability. In school holidays and busy periods we simply can not offer this service. Guests are welcome to drop off luggage at Reception and you can start to use our hotel facilities until your apartment is ready. Please note, we can only store luggage when our reception is open. There is no after hours area to store luggage.


Q: Can I have a late check-out?

It just depends if we have availability. In school holidays and busy periods we simply can not offer this service. Just ask our friendly reception team during your stay. Please note, there may be a late check out fee. If late check out is not available, we are more than happy to store your luggage and you can still use the hotel facilities until you are ready to leave. We can only store luggage when our reception is open. There is no after hours area to store luggage.


Q: What are the reception hours?

Our office hours are: 8:30 am to 5:00pm Monday to Friday and 8:30 am to 3:00pm Saturday, Sunday and Public Holidays.


Q: Can I make tour bookings at reception?

Yes, Pool Resort has a very experienced team to answer all your questions and book tours. You are most welcome to pre book tours before you arrival via our online tour desk.


Q: Is there a minimum night stay?

Yes, at Pool Resort we have a minimum three night stay. During peak period times such as school holidays and Christmas/New Years Eve, there is a 5 minimum night stay.


Q: I  need to cancel my booking, what is the cancellation policy?

Yes, we understand sometimes things don’t go to plan. Please see below our cancellation policy. We always strongly recommend taking out travel insurance!

Our Cancellation policy:

  • If cancelled or modified up to 28 days before arrival, no fee will be charged, at 28 days prior to arrival 1 nights accommodation will be charged, the balance of accommodation owing is then paid on arrival.
  • If cancelled or modified up to 7 days before the date of arrival 100% of the booking will be charged.
  • If cancelled, modified later or in case of no show, the total price of the reservation will be charged. Check-in is from 2pm. If you reduce your stay after check-in, the total price of the reservation still applies. We strongly suggest to take out travel insurance in the event that you may need to cancel or reduce the length of your stay for any reason. The property is not responsible for any personal unforeseen circumstances such as cancelled flights, change of mind, natural weather events, illnesses etc;

Covid affected policy: If you can not travel or need to reduce your stay due to Covid19, we will only offer a credit of amount paid to use at a later travel date. We strongly suggest taking out Travel Insurance to assist you during these unpredictable times.

We hold no responsibility if a third party booking company cancels your booking. It is up to the guest to carefully read and understand the booking conditions when using third party booking platforms.  


Q: Do I need to pay a deposit?

Yes, we take a $100 deposit at the time of booking, the first night’s accommodation is automatically taken 28 days prior to arrival and the balance is due upon arrival.

If a guest’s credit card is declined, we will notify the guest, but if no deposit has been paid within 24hrs of the notification, your booking may be cancelled.

We can not hold any bookings without deposits.


Q: Can I make special requests when booking?

We are happy to take special requests at the time of booking but please note that these are a request basis only. Whilst we will  endeavour to do our best to fufil special requests, we simply can not guarantee all requests such as specific apartment numbers or location of apartments, etc. Please note, group bookings are not guaranteed to be close together. As each apartment is privately owned, apartments can be sold at any time & your booking may be allocated to another apartment. We have numerous pools at the resort & not all of our Swim Out Apartments are located along the main pool. Our bookings automatically allocate what apartment is available at the time of booking. You may request to a location preference but it is not guaranteed.



Services & Facilities FAQ’s

General information about our accommodation services and on-site facilities.


Q: Is there Internet or WiFi access available?

Yes, WiFi  is available. Each apartment has its own modem for connection. Please note, being in a regional area of Queensland, our connection can be a little patchy at times, compared to Metro areas.

Q: What facilities do you have?

The resort has multiple swimming pools, with the biggest being 185 metres!  Our front office has a tour desk, koisk and a book, puzzle/games library.


Q: Is there car parking available?

Underground car parking is available at no extra cost. One car park space per apartment. There is a height restriction of 2.1 metres. If your vehicle is higher than 2.1 metres, then you may have to park along St Crispins Ave. Please note, we can not store camper trailers or caravans onsite.


Q: Is smoking allowed?

No, we are a strict non smoking/non vaping property. This includes no smoking or vaping in all apartments, on balconies, around the pool, in the car park or the gardens.


Q: Is all linen provided?

All linen is provided. Pool towels are also provided in the apartment. Please note, the apartments are self contained and the apartments are not serviced daily.


Q: Is it a fully serviced apartment?

Each apartment is equipped with linen, towels and a ‘starter pack’ of single-use amenities including washing powder, toiletries, tea and coffee. Additional supplies, including extra linen and towels, can be purchased at Reception. Pool Port Douglas is a self contained property. Apartments are not serviced daily unless by prior arrangement and a charge is applicable. For bookings of more than 7 nights, guests will be notified when a mid-stay service is due. If you do require additional amenities during your stay, you will need to supply these.

If you require a service during your stay, this can be provided at an additional cost. Any requests for extra linen will occur a fee. It is up to our guests to wash & dry their own towels, pool towels etc.

Q: Is every apartment the same?

Each apartment is privately owned so the interiors & soft furnishings may differ between the apartments. The pictures on our website are an indication only.  All of our apartments pretty much have the same layout & internal size.

Q: How often are the apartments serviced?

Apartments are serviced once for stays more than 7+ nights.


Q: Do you supply cots or high chairs?

Yes, we have porta cots & high chairs available for hire. Porta Cot hire is $10 per night & high chair hire $5 per night. If you require this service, please let reception know prior to arrival.


Q: Do you supply additional bedding?

Rollway beds can be arranged at a cost of $35 per night. Only one rollway bed per apartment is permitted.


Q: Does the apartment have coffee machines?

No, all of the apartments have coffee plungers & in the starter pack there is instant coffee available. For coffee lovers, there is a number of great coffee places in town or St Crispins Cafe is a five minute walk from the resort.


Q: Is there hair dryers in the apartments?

Yes, there is hair dryers available in all apartments.


Q: Is the pool heated?

Our larger swimming pools are not heated.  Our three bedroom plunge pools are heated (only in cooler Winter months).


Q: How many pools are there?

We have numerous pools at the resort. All of our larger pools are 1.3m depth. We do not have a children’s pool or a shallow end for toddlers so please keep this in mind before booking. Our Swim Out apartments are located throughout the resort along different pools so it’s not guaranteed your apartment will be located along the main pool.


Q: What are the pool hours?

The swimming pool is open from 7am – 9pm daily. Children must be supervised at all times. Glass is strictly not permitted in or around the pool. Guests can bring their own pool toys but it’s up the guests to supervise their children at all times.

The pool is only for inhouse guests use only.


Q: Is there a restaurant or bar onsite?

No, we do not have a restaurant, bar or pool bar at the resort. We are a short 6 minute drive from the main street of Port Douglas. There is a fabulous breakfast & lunch venue, literally around the corner called St Crispins Cafe. It’s about a 5 min walk! Ramada Resort also has a restaurant onsite which is about a 8 min walk from our resort.

During busy periods, we strongly suggest you pre book your lunch and dinner bookings prior to arriving to Port Douglas. Please see a list of  Port Douglas Restaurants.


Q: Is there a BBQ area on site?

Not at the moment, the closest public BBQ/Picnic area is located at Bruno Reidwig Park (about 1 km away from the resort.) Bruno Reidwig Park also has a great undercover playground.


Q: Is there a Gym at the resort?

No, we do not have a gym onsite. There is the Port Douglas 24/7 Gym which is about a 6 minute drive away from the resort. The Douglas Shire has free outside workout facilites located along the Esplanade (about a 5 minute drive away from the resort). We do have yoga mats available at reception for you to use during your stay.


Q: Is there a lift at the property?

No, so please be mindful when you book! Our 2 bedroom Pool/Sunset View Apartments are located on level one and the only way to access these are via a set of stairs. Our 3 bedroom Pool/Sunset View and 3 bedroom Swim Out apartments are split over two levels with internal stairs. It is up to our guests to carefully read the apartment’s description before booking as some of our apartments may not be suitable for people with small children or people with mobility issues.


Q: Can we bring our dog?

No, pets are not allowed. Special needs assistance dogs are welcomed but guests need to notify management prior to arriving.




Location FAQ’s

General information about our location. We strongly suggest guests to look at a map of Port Douglas & our resort’s location before booking.


Q: Where is the airport?

Cairns Airport is the closest airport to Port Douglas. We are located approximately 60 minutes from Cairns Airport. From Cairns Airport take the Captain Cook Highway north, following the signs to Port Douglas.


Q: How do I get to Port Douglas from Cairns?

If you wish to hire a car, we strongly suggest pre-booking it well in advance before your arrival. It’s about a 1hr’s drive from Cairns Airport. The drive is one of the best scenic drives in Australia, so take your time!

If you require an airport transfer, there is a number of airport transfer companies available. Please note, you do need to pre-book any transfers at least 48hrs prior to arrival/departure. We recommend Excellence Coaches for airport shuttle bus transfers. The cost is roughly $50 per Adult, one way or $90 per Adult return. Children between 0 -15 is  roughly $16 per Child, one way or $32 per Child return. There is an additional fee for children’s seats and oversize luggage items. Excellence departs the Airport & Port Douglas on the hour, every hour between 6am – 6pm. If your flight is delayed you will be booked on the next available shuttle bus. If your flight is outside the shuttle bus run times, you will be booked on a private transfer (at an additional charge).
If you wish for us to book your transfers, we just require your flight number, arrival/departure times & contact phone number. If you have children, we just require the children’s ages. We require this information at least 48hrs prior to arrival/departure date.


Q: Are there shops or restaurants nearby?

Shops and restaurants are a short six minute drive (4 kms) into the heart of Port Douglas. Majority of the restaurants are located in town,  St Crispins Cafe is our closest cafe, which is about a five minute walk from the resort. Ramada Resort also has a restaurant onsite which is about a 8 min walk from our resort. During busy periods, we strongly suggest you pre book your lunch and dinner bookings prior to arriving to Port Douglas. Please see a list of  Port Douglas Restaurants.


Q: Is there public transport nearby?

There is no public transport service in Port Douglas. We do have a number of local shuttle bus services that constantly run around town. This service is roughly around $13 per adult return trip and roughly 1/2 price for children (children under 3 are free). Weekly passes can be purchased directly through the shuttle bus companies. Generally, the local shuttle bus services run from 7am – Midnight. Please note, you can not pre book this service, you call the company when you are ready to travel.

For more info;


Excellence Coaches

SR Coaches


There is also a Taxi service available by calling 131008

Uber does exist in Port Douglas but depends on availability.


Q: Do you have bicycles?

You are most welcome to hire bicycles throughout your stay with us. Port Douglas Bike Shop offers daily and weekly hire. They will even drop off the bikes to our resort! Bike racks can be located in both car parks of the resort. Please note, bicycles and scooters are not permitted to be ridden through the resort.

Q: Do you have scooters?

Our resort has Beam electric scooters available onsite for hire. Please note, bicycles and scooters are not permitted to be ridden through the resort. For more info; go to Beam.

Q: How far away is the beach?


Four Mile Beach is 1 km away from the resort. It’s an easy short walk to the beach or otherwise a drive into Port Douglas will take you directly to Four Beach Mile beach where it is surf patrolled. Please beware in Far North Queensland, we have stinger season. We strongly recommend swimming between the flags at Four Mile Beach all year round.


Q: Where can I buy groceries locally?

Groceries can be purchased locally from the IGA which is located a 3 minute drive from the resort. Coles Supermarket is located in the main street, about a 6 minute drive. Or Woolworths is located in Mossman, about a 20 min drive away. If you do not have a car, you can shop online through Coles or Woolworths. Please note, if you do buy groceries online on the day of your arrival, please make sure the delivery time is after 2pm as we have no space to store groceries in our front office before check-in time.

Have any more queries? Check out our online guest compendium for other helpful info!

(07) 4084 3400
19-37 St Crispins Avenue, Port Douglas, QLD 4877 Australia
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